Job Description

Reporting to the

Head of IT and Service

in Australia, the

Customer Service Operations Manager (UK)

will lead the

UK Based Service Team

, overseeing

frontline technical support staff

.

This role is based out of our office in Sipson, West Drayton, UK.

This is a high-impact role, responsible for the

complete operational performance

of our systems across the region. You'll be accountable for conducting

full system reviews

--from camera functionality to network reliability and software integrity--ensuring that potential issues are identified early and resolved efficiently.

You'll also

work with the Head of IT and Service to implement governance frameworks

, introducing structure, consistency, and accountability across the team, and fostering a culture of ownership and performance excellence.

You will be expected to

function independently

while being supported by leadership, making confident decisions and actively investing in a deep technical understanding of our product suite. A strong commercial mindset is essential--

poor system performance directly impacts our customers' bottom line

, and your team's role is to protect and enhance that performance.

You'll be required to operate within a

"Follow the Sun"

model. When Australia is sleeping, you and your team are maintaining visibility and uptime across our global system. This will mean picking up customer calls, answering tickets, monitoring systems and enacting solutions.

You'll also play a critical role as an internal advocate for our customers. This means building strong working relationships across all departments in order to champion customer needs.

Key Responsibilities

Lead, mentor, and support a

multi-functional service team

. Manage and execute

complete system performance reviews

, ensuring the uptime, integrity, and reliability of all deployed systems.

Work with the Head of IT and Service to implement governance frameworks

, introducing clear policies, process structures, and performance metrics across the service function. Drive a positive, accountable team culture with a focus on ownership, quality, and proactive problem-solving. Translate technical findings into

commercially aware decisions

--balancing service priorities with business outcomes.

Champion the customer internally

by working closely with all departments--engineering, product, operations, and sales--to drive outcomes that reflect customer needs and priorities. Be willing to lead honest

, direct, and professional conversations

with internal stakeholders when necessary to protect the customer experience. Act as a senior point of escalation for internal teams, customers, and third-party providers. Lead

system-wide change initiatives

to improve processes, tools, and support models in partnership with the Head of IT and Service. Collaborate closely with the

Australian Service Team

, maintaining operational alignment and undertaking remote support when needed. Lead and participate within the

UK Carpark Operation Centre

. Monitor and report on KPIs and SLAs; ensure customer expectations and internal standards are consistently met. Support personal and professional development across your team, including onboarding, training, and knowledge sharing. Oversee after-hours support rosters and contractor coordination when required. This is an in-office position, 5 Days a Week.

About You

Proven experience in a

technical service leadership or operations management

role. Confident managing teams with both technical and administrative responsibilities. Strong

commercial acumen

and a deep appreciation for how service quality impacts customer revenue. Highly organised and methodical, with excellent

problem-solving and prioritisation

skills. Passionate about system integrity, preventative support, and proactive maintenance. Comfortable

functioning independently

, with sound judgment and initiative. Strong communicator, able to build rapport with a range of stakeholders across internal departments, customers, and partners. Open-minded and driven--ready to

invest the effort to learn

our product suite quickly and thoroughly. Experienced in implementing service processes, governance models, and continuous improvement initiatives. Familiar with technical support workflows, ticketing systems, SLAs, and performance reporting. Calm under pressure, collaborative, and people-focused. Willing to undertake domestic and international travel when necessary.

What We Offer

An impactful leadership role with visibility across our international operations. Supportive and trusting leadership team who will help you grow. A chance to

shape service culture, governance, and systems

in a high-growth tech company. A fantastic team culture with social events and a sense of fun. Great office facilities including free parking. Convenient location right next to Heathrow Airport. This role is located permanently in the United Kingdom and not Melbourne, Australia. Relocation assistance is not available.

How to Apply

If you're ready to lead, make decisions that matter, and help drive the next chapter of Sensor Dynamics' growth, we'd love to hear from you.

Please submit a

cover letter and CV

via the APPLY NOW button.

Job Type: Full-time

Pay: From 43,000.00 per year

Application question(s):

Which of the following statements best describes your right to work in the UK? Do you have customer service experience? How many years of people management experience do you have? Are you willing to travel to Australia (paid travel) for up to a month in order to undertake training? What's your expected annual base salary?
Work authorisation:

Australia (preferred)
Work Location: In person